NATIONAL ASSOCIATION OF REALTORS SAFETY SURVEY SURVEY FINDINGS

NATIONAL ASSOCIATION OF REALTORS SAFETY SURVEY SURVEY FINDINGS PRESENTED TO MARKETING COMMUNICATIONS DEPARTMENT BY MARKETING RESEARCH JUNE 2003

PURPOSE AND SCOPE During May 2003, the NATIONAL ASSOCIATION OF REALTORS (NAR) Marketing Research Department used Zoomerang.com, an online survey tool, to reach 561,991 REALTORS. The survey was available to respondents from May 12 th through June 3 rd, 2003. A total of 4,337 REALTOR respondents participated in this survey. This number is a large enough response rate for answers to be considered statistically significant. At the 95% level of confidence, the statistical error is +/-3.11. A total of 93 Association Executives(AE) participated in this survey. Due to the finite AE population available for the survey, the typical gage for statistical validity, the confidence interval, is not used for the AEs. Rather, the responses received are deemed to be statistically valid and representative of the entire population. There was a 9% response rate among Association Executives. This report presents REALTORS and Association Executives experiences with safety while on the job. Findings are presented in a SUMMARY OF KEY FINDINGS followed by verbatim responses under the REALTOR : KEY FINDINGS and Association Executive: KEY FINDINGS sections. A copy of the invitations and surveys are included in Appendix A and Appendix B. Sample Size Terminology As an example: The confidence interval is the plus-or-minus figure usually reported in survey results. For instance, if you use a confidence interval of +/-3.11 and 67% percent of your sample picks answer B, it is highly likely that if you had asked the question of the entire relevant population between 63.89% (67%-3.11) and 701.11% (67%+3.11) would have picked that answer. The confidence level provides a percentage of likelihood that the entire relevant population will respond within the percent range of the confidence interval. The 99% confidence level means you can be 99% certain. In this survey, when you put the confidence level and the confidence interval together you can say that you are 95% sure that between (X% - 3.11) and (X% + 3.11) of the entire relevant population would respond in the same way. X equals the percentages reported in this summary for each individual question. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 2 of 17

SUMMARY OF KEY FINDINGS Findings among REALTORS Over half (67%) of participating REALTORS have experienced safety concerns, incidents or other harassing situations while working as a REALTOR. Several also know of other REALTORS who have been involved in safety incidents or harassing situations while working as a REALTOR (40%). Unfortunately one out of four respondents have been involved in incidents or harassing situations while working as a REALTOR (25%). At the opposite extreme, 18% do not have safety concerns while on the job. Have you had safety concerns, incidents or any harassing situations while working as a REALTOR? 80% 70% 60% 67% Yes, as a REALTOR I have safety concerns while on the job Percent 50% 40% 30% 20% 25% 40% 18% Yes, I have been involved in incidents or harassing situations while working as a REALTOR Yes, I know about other REALTORS who have been involved in safety incidents or harassing situations while working as a REALTOR No, as a REALTOR I do not have safety conderns while on the job. 10% 0% Yes, as a REALTOR I have Yes, I have been involved in safety concerns while on the job incidents or harassing situations while working as a REALTOR Responses Yes, I know about other REALTORS who have been involved in safety incidents or harassing situations while working as a REALTOR No, as a REALTOR I do not have safety conderns while on the job. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 3 of 17

Personal Safety Stories and Experiences Even though REALTORS from across the U.S. participated in this survey, the majority of them share similar safety concerns. Almost all of the stories submitted involve Open Houses or vacant property with similar themes and precautionary notes. Each contribution calls for increased awareness regarding REALTOR Safety. Open House safety concerns are: Hosting Open Houses alone is always dangerous! Assault and robbery are always a possibility while having an Open House. Suspicious individuals or drunks sexually harassing agents during Open House. Robbery of agent s car keys, agent s purse, or homeowner s prescription drugs. Vacant Homes safety concerns are: Squatters and vandals are a big threat while attempting to show a vacant property. Many feel that the REALTOR is intruding on their property, which often results in threats or bodily harm. Suspicious individuals who ask to see vacant properties only. Unwelcome sexual advances can happen at any time. However, most participants have a heightened awareness when showing vacant property because most rapes and assaults among REALTORS they know happen while showing vacant properties. A few participants have experienced different safety situations while working as a REALTOR. These concerns can be found under Other Safety concerns. A breakdown of common themes follows. Other safety concerns are: The number of individuals who show up to an appointment is unexpected. Harassment while working on the floor alone. Several have experienced harassment from office walk-ins. Unfriendly dogs that live on the property for sale or on adjacent property. Several have been physically hurt while showing unsafe property such as houses under construction, slipping on icy walkway of vacant house, poisoned by carbon monoxide from faulty heating unit at a vacant house, and falling down the stairs of a vacant property. Threatening or harassing phone calls from individuals based on the photo that appears on for sale signs or business cards. Being asked to come alone to a showing. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 4 of 17

Suggestions and Safety Tips Like the safety stories, many of the safety tips provided have a lot in common. Most participants feel that common sense is the best alert device while on the job. However, there are other safety measures that REALTORS recommend. Office Procedures Always let someone know where you are going and leave the name and phone number of the client you are meeting. Have someone from your office call you every half hour or check in with your office every half hour. Designate one person in the office as the point of contact for this procedure. Have a code word for cases where you feel that you are in danger. The designated person at the office is in charge of calling 911. Always carry a charged cell phone and program 911 in the speed dial. Establish an alert network among REALTORS in your office and association. Use this network to report incidents or suspicious individuals. Keep a log of every agent s car make, model and license number. Post REALTOR Watch signs on vacant or rehab homes. Do not use home phone number on business cards. Wear jewelry conservatively. Never meet clients after dark in limited cell phone areas. Carry pepper spray or mace. Prospects If a prospect requests to see only vacant property or asks if you are coming alone these are red flags. Beware. Never meet a prospect at a property site unless you ve met before Beware of individuals that walk up to you on the street and ask to see the property you re locking up. Take down the prospect s phone number. Call them to verify that the information is valid. Ask a prospect to come into your office before showing them any properties. Make a copy of their I.D. Place this information in their file. Showing a property Know your surroundings. Always be aware of your nearest exit. Unless you know your client well, do not go into bedrooms or the basement with them. Work open houses in pairs. If not possible, have someone check up on you throughout the day. Let clients go upstairs and/or into bedrooms by themselves. If there is a need to show a property after dark, travel in pairs. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 5 of 17

Repair Workers Never go into a vacant property with repair workers who show up out of the blue. Ask for credentials and call their company to verify the reason why they are asking for access to a property. Safety Resources Participants provided information on safety resources that other REALTORS should know about such as classes, products, organizations, videos, websites, consultants, etc. Products Pepper spray or mace Stun guns / Tazer guns Whistle Flashlights The Gift of Fear a book by Gaven de Becker Personal body alarm that can be set up to notify someone at the office Organizations/Associations National Rifle Association s Refuse to be a Victim course, which does not promote the use of firearms. Defense courses at the YMCA Defense courses at the local Police Academy NATIONAL ASSOCIATION OF REALTORS (NAR) Women s Council of REALTORS (WCR) Ebby Halliday s safety guidelines (http://dallas.bizjournals.com/dallas/stories/2000/10/30/focus3.html) Consultants Robert Siciliano (http://www.allstaragency.com/cgi-bin/speaker2001.asp?id=387) Dan Starks (http://www.danstarks.com/) Miscellaneous Resources REALTOR dogs who go into property and search every room to make sure that it is safe NAR Safety video Safety speakers form local police academy Gun permits NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 6 of 17

REALTORS were asked how likely they are to use the Internet to look for safety resources and information. Over onethird (37%) are somewhat likely to turn to the Internet for safety information. How likely are you to use the Internet to look for safety resources and information 40% 37% 35% 30% 30% Percent 25% 20% 20% 15% 14% 10% 5% 0% Not at all Likely Somewhat Likely Likely Very Likely NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 7 of 17

The top three sources where participants are likely to obtain safety information are: look for safety information on their own (51%) from their broker (42%) from their Local REALTOR Association (39%) Which of the following is true for you 60% 50% 51% 40% 42% 39% 37% Statement 30% 32% 30% 27% 20% 10% 0% I look for personal safety information on my own My broker provides safety information My Local REALTOR Asociation provides safety information I look for personal safety products on my own I haven't researched safety issues NAR My State REALTOR Association provides safety information Percent NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 8 of 17

Office, Local or State Safety Resources Online safety tips, articles, pepper spray and safety alerts were among the most commonly mentioned resources that are offered by the participant s office, Local or State REALTOR Board. Other resources are: Lockboxes with mace Safety pamphlets from VAR/NVAR Self defense classes sponsored by local association Local website Washington state provides safety poster Greater Louisville Association of REALTORS offers safety products Seattle has a safety committee Safety video during orientation Office discussions on safety Prospect I.D. forms required by broker Speakers brought in by broker Broker s or Sheriff s tips of the month Expectations REALTOR expectations on safety resources are: met by their office (41%) ; 23% indicate that their office falls slightly short of their expectations met by their Local REALTOR Association (39%); 28% indicate that their Local REALTOR Association falls slightly short of their expectations met by their State REALTOR Association (35%); 29% indicate that their State REALTOR Association falls slightly short of their expectations met by the NATIONAL ASSOCIATION OF REALTORS (38%); 28% that NAR falls slightly short of their expectations NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 9 of 17

REALTORS would like to the NATIONAL ASSOCIATION OF REALTORS (NAR) to provide: Savings on self defense classes Sponsor safety classes Tips, safety reminders, and articles Case studies on safety issues (do s and don ts) Rules or safety guidelines for brokers Continue producing a safety video Participant Demographics The following is a profile of the REALTORS who participated in this study. 71% describe their main function in real estate as a sales agent; followed by broker-owners (some selling) (10%) 65% focus on residential properties, exclusively ; 28% have a mixed practice with more than 50% residential transactions 34% have been active in real estate for 6-15 years; 32% have been active in real estate for 1-5 years 71% are female 33% of participants are between 45-54 years old ; 22% are between 35-44 years old California (9%), Florida (8%), Texas (8%) and Illinois (5%) accounted for the greatest numbers of responses. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 10 of 17

SUMMARY OF KEY FINDINGS Findings among Association Executives NAR invited the Association Executives (AEs) to assist NAR in understanding their members needs for safety information and resources. Eighty-six percent (86% ) of REALTORS associations provide personal safety information or resources. Does your REALTOR Association provides you with perosnal safety information or resources? 14% Yes No 86% NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 11 of 17

Resources These associations may offer one or more of the following resources: Safety information during orientations Provide tips to new agents after showing the NAR safety video Two hour safety course toward continuing education Offer safety discussions at various meetings/events Provide tips and information via articles, e-newsletters and seminars Participating AEs recommend that besides the items mentioned above, other associations should consider: Self defense classes from local police Citizens Against Crime to speak about safety Alert network among their board s REALTORS to report suspicious individuals or activity. These work best when displayed via the MLS. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 12 of 17

Member Inquiries Over half of AEs rarely receive inquiries or requests for safety information (53%). How often do you receive inquiries or requests for safety information 60% 53% 50% Percent 40% 30% 20% 33% Five or more times per month At least, once a week At least, once a month Never Rarely 10% 10% 0% 1% 3% 1 Frequency When members ask about safety issues, they are asking about: Safety plans (i.e. what to do if they don t feel comfortable with a client, what to do when faced with a dangerous situation, etc.) Rules / guideline on touring homes How to report theft, harassment or suspicious individuals Lockbox policy Should I have an office policy on safety How to detect an e-mail scam NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 13 of 17

Awareness Thirty-eight percent (38%) of respondents do not know if their members have been involved in a situation such as harassment, rape, robbery, burglary or assault in the past 24 months. Thirty-seven (37%) percent state that their members have not been involved in threatening situations while working as a REALTOR in the last 24 months. Fifty-three percent (53%) do not have procedures in place for reporting incidents associated with REALTOR safety. Have any of your members been involved in situations that threatened their safety on the job over the last 24 months? 40% 37% 38% 35% 30% 25% 25% Percent 20% 15% Yes No Don't Know 10% 5% 0% 1 Answers If a member encounters a safety issue while on the job, the association finds out via: the victim calls their local association the broker rumor mill the newspaper NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 14 of 17

Procedures If an incident is reported to the association, the following steps may be taken: Encourage the REALTOR to file a police report Send out an alert or fax to other members about the incident and a description of the individual(s) Post concerns or incidents on the association website 74% publicize the incident to board members o 59% disseminate information through e-mail o 47% inform their members via the MLS bulletin board o 21% use other forms of communication such as board meetings or phone calls to each broker office. How do you publicize REALTOR safety incidents? 70% 60% 59% 50% 47% Other Percent 40% 30% 28% 31% 34% Through board website Through fax Through board newsletter Through MLS 21% Through email 20% 10% 0% 1 Methods of Communication Most participants do not have procedures in place because they have not been involved with situations that threatened their REALTORS safety or safety incidents have been few. If incidents are tracked, the association uses a board log or paper filing system. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 15 of 17

Online Information The majority of participating Association Executives indicate that their board s website does not provide REALTOR safety information (82%) Because safety information is currently not available on their state or local association website, 93% would like to see more REALTOR safety information on NAR s REALTOR.org website. Training One-third of participants indicate that their board offers safety training (32%). Common program details are as follows. Content: Everyday safety procedures How to work safely General safety tips Self defense tips Format & Tools: Orientation Luncheon meeting Lectures Live presentation, PowerPoint, or videos o 67% use the NAR safety video ; 7% are not sure if the video they use is from NAR. Police Officers lead the discussion Length: 30 minutes to 4 hours Annually, monthly, quarterly or when requested NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 16 of 17

Expectations Associations aren t sure if NAR could provide safety resources on a national level that would meet the needs of their members. However, they provided the following suggestions: Continue to produce the safety video Compliment the video with a list of safety tips, do s / don ts, safety flyers or brochures Guidance on how to handle safety situations Cases on what s happening in other states Safety training at NAR Midyear or Annual meetings Savings on self-defense, whistles, pepper spray or personal body alarms REALTOR experiences in the REALTOR Magazine or other articles on safety Tips and articles on how to work safely in vacant homes Suggestions for broker office meetings Safety Kit Most feel that whatever information is provided in a Safety Kit should also reside online. Besides a video or CD, flyers, ad slicks, and tips, AEs would recommend incorporating the following into the kit: Sample of pepper spray A whistle Poster on Safety week Safety decal Suspect identification form Participant Demographics The following is a profile of the Association Executives who participated in this study. 94% are Local AEs Florida (13%), California (9%), Texas (5%) and Virginia (5%) accounted for the greatest numbers of responses. NATIONAL ASSOCIATION OF REALTORS Marketing Research Page 17 of 17